Protocol builder for a call handling system

ABSTRACT

Systems and methods are presented for handling calls. In one embodiment of the invention, a call handling system is configured for handling a variety of emergency and/or non emergency related calls. The call handling system may enable recognition of and response to received call information. The call handling system comprises a call interface configured for receiving the call information. A processor is communicatively coupled to the call interface and configured for processing the call information to initiate a protocol. This protocol may, as it progresses, be used to generate data for use in a CAD system. The CAD system may subsequently dispatch responders based on the generated data. The call handling system includes an advisory component that recommends a type of dispatch and a risk assessment. The call handling system also includes a build component that allows for the generation of protocols.

CROSS REFERENCE TO RELATED APPLICATIONS

This patent application claims priority to and, thus, the benefit of anearlier filing date from U.S. Provisional Patent Application No.60/744,618 (filed Apr. 11, 2006) and U.S. Provisional Patent ApplicationNo. 60/744,620 (filed Apr. 11, 2006), the entire contents of each arehereby incorporated within by reference. This patent application is alsoa continuation-in-part patent application of co pending and commonlyowned U.S. patent application Ser. No. 10/913,880 (filed Aug. 6, 2004),the entire contents of which are hereby incorporated within byreference.

BACKGROUND

Call handling of either emergency or non-emergency related situations isa process of interacting with a caller to exchange information. Thecaller may have contacted a particular agency or service provider togain assistance. For example, a caller may dial 911 seeking emergencyassistance. Another example is where a caller dials an informationservice to obtain driving directions or addresses.

A particular caller may contact a particular agency or service providerto forward information. For example, a caller may dial 911 to report anemergency situation that the caller has witnessed, such as a crime, anautomobile accident or a building fire. An example of a non-emergencysituation would be where the caller calls to report local driving orweather conditions or a crime tip line. Whether the caller is calling togain assistance or report information, a call handler, who may bespecially trained in quickly and efficiently exchanging information witha caller, may handle the call.

A critical application of call handling is in the provision of emergencyservices. In an emergency situation, the call handler may need toquickly extract information from the caller in order to assist thecaller. Such is typically the case in emergency medical situations wherethe call handler must ascertain the type and extent of injury in orderto give relevant instructions. Generally, in an emergency situation, acaller will dial 911 and be connected to a local Public Safety AnsweringPoint (PSAP). The PSAP is generally staffed with a group of speciallytrained call handlers. Typically, the call handlers will respond tocallers according to protocols, often dispatching emergency serviceproviders. Call handling is often employed with Computer Aided Dispatch(“CAD”) systems that dispatch response units, such as police, fireand/or medical units, based on received information.

Additionally, a call handler working in a PSAP may receive textualinformation, displayed on a computer terminal, regarding the probablelocation of a caller. If the caller is calling from a landline, systemsat the PSAP may access an automatic location information (ALI) databaseto determine the location of the caller. Accordingly, errors in the ALIdatabase may result in incorrect determinations of caller location.Therefore, the call handler may need to verify the location of thecaller. If the caller is calling from a mobile wireless device (e.g.,cell phone), location information, if available at all, may not bedeterminable in the same manner as for landlines. For example, locationinformation of a caller using a mobile wireless device presented to acall handler may be derived from triangulating signals transmitted bythe cell phone, not by means of a database as in line calls. Theaccuracy of such a location may be dependent on the number of celltowers and signal strength. Global Positioning System (GPS) locationdata may also be available if the caller is using a cell phone with GPScapabilities. However, GPS systems may be unreliable, for example, ifthe caller is indoors. Accordingly, in the case of mobile wirelessdevices, the call handler may need to provide and/or verify the locationof the caller.

Generally, the location of the caller is only one part of theinformation that is exchanged between the caller and the call handler inan emergency situation. For example, at the scene of a major trafficaccident, the caller may need to communicate the number of peopleinjured, the number of vehicles involved, location and condition of thevehicles, current conditions (e.g., fog, ice, etc.), and many otheraspects of the situation. In current emergency call handling systems,all of this information is communicated verbally between the caller andthe call handler and the call handler may forward this information to anemergency services provider.

SUMMARY

The systems and methods described herein provide for call handling. Forexample, a call handling system may receive a telephone call from acaller requiring assistance. Because handling system may direct a userof the call handling system to provide the required assistance to thecaller. A common example of such includes the provision of emergencyservices, such as fire, police, and/or emergency medical services. Inthis regard, a call handler system user may receive a call from a callerin distress. The call handler system may direct the user to provideassistance and/or instructions relating to the caller situation.

Additional features provide for a module that builds protocols used ininstructing and/or assisting the caller. In this regard, the callhandler user may build a protocol and test that protocol as if it wereapplied to an actual caller scenario. Another feature of the callhandler system is a responsive adviser component. The responsive adviserresponds to information received by the call handler user as conveyed bythe caller. The call handler user would input this information into thecall handler system. Based on keywords, for example, the responseadviser would recommend types of responses for the caller and, providedispatch information to that end.

In one embodiment, a call handler system includes a call handlerinterface that is configured for receiving call information from acaller and an advisory component communicatively coupled to the callhandler interface to detect an event from the call information andgenerate one or more relative importance indicators based on at least aportion of the call information. The advisory component provides the oneor more relative importance indicators to a user of the call handlingsystem via call handler interface. The advisory component may furtherprovide a selection input to the user for accepting, refusing oramending the relative importance indicator. The relative importanceindicator may include a risk assessment of a situation pertaining to thecaller. Alternatively or additionally, the relative importance indicatorincludes a homeland security indicator.

The call handling system may include a rules processing engine thatprovides a protocol to direct the user in assisting the caller with asituation pertaining to the caller. The protocol may include at leastone activity trigger used in initiating the advisory component. Theadvisory component may be further configured for receiving input fromthe user to change a response type. The advisory component may becommunicatively coupled to the rules processing engine to provideactivity triggering information to the rules processing engine. In thisregard, the rules processing engine processes the activity triggeringinformation to initiate another protocol.

The protocol may include one or more script modules, wherein each scriptmodule is relevant to a unique caller situation. Each of the one or morescript modules may include one or more script elements, wherein thescript elements include questions, statements, or procedures.

Additionally or alternatively, the call handler system may include abuild component that generates one or more script modules. In thisregard, the build component may include a test element configured fortesting the generated one or more script modules. For example, the testelement may test the generated one or more script modules by deploying ascript module for operation within the call handling system whiledecoupling the call handling system from external computer aideddispatch systems. The build component also include a publicationcomponent that provides accessibility to a generated script module bythe call handling system. The publication component may provide versioncontrol of a generated script module. For example, the build componentmay be configured for migrating the version control of a generatedscript module to at least one other script module. The version controlof the generated script module may also prevent inadvertent access to aprevious version of a generated script module.

In another embodiment, a call handling system includes a call handlerinterface for receiving information from a caller and a build componentthat enables modular configuration of rules relating to handling ofreceived calls to generate one or more protocols. The one or moreprotocols direct a call handler to respond to a caller, wherein therules include information for generating one or more protocol modulesfor each of the one or more protocols. Each protocol module may beconfigured for a situation pertaining to a caller. Each protocol modulemay include one or more script elements relevant to the callersituation, wherein a script element includes a statement, a question, ora procedure.

The call handling system may further include the call handling systemmay further include a rules processing engine that processes the rulesto generate the one or more protocols. The rules processing engine mayinclude a bridge component that initiates a first of the one or moreprotocols based on a response to an initiated protocol.

The build component may be further configured for generating one or moreactivity triggers within the one or more protocols, wherein the one ormore activity triggers include links to other protocols based onresponses from a caller. Additionally or alternatively, the buildcomponent may be configured for generating one or more activity triggerswithin the one or more protocols, wherein the one or more activitytriggers initiate an advisory component of the call handling systembased on responses from a caller.

The build component may include a test element configured for testingthe generated one or more script modules. For example, the test elementmay test the generated one or more script modules by deploying a scriptmodule for operation within the call handling system while decouplingthe call handling system from external computer aided dispatch systems.The build component may also include a publication component thatprovides accessibility to a generated script module by the call handlingsystem. The publication component may provide version control of agenerated script module. The build component may be configured formigrating the version control of a generated script module to at leastone other script module. The version control of the generated scriptmodule may prevent inadvertent access to a previous version of agenerated script module.

In another embodiment, a call handling system includes a call handlerinterface component for receiving call information. The call handlinginterface component includes a storage unit configured for storing oneor more protocols used in directing a call handler to respond to acaller and a processor for processing the call information andpopulating a database with one or more terms based on the callinformation. The one or more terms are cross referenced to the storedprotocols to initiate at least one of the stored protocols. The systemalso includes a build component that configures rules that are input viathe call handler interface to generate the one or more protocols,wherein the rules include advisory information and a relative importanceof a protocol module and wherein a generated protocol has one or moremodules configured from the rules.

The call handling interface component may further include a bridgeelement for initiating a second of the stored protocols. In this regard,the bridge element may operable emerge at least two of the storedprotocols to generate a merged protocol. The bridge element may includea detector that detects an event based on processed call information toinitiate the second of the stored protocols.

In one embodiment, a method of providing assistance to a caller includesprocessing first information, with a computer aided call handlingsystem, from a caller. The first information is determined based on afirst response from the caller. The method also includes initiating afirst protocol based on the first information. The first protocol isconfigured for providing second information to the caller. The methodalso includes initiating an advisory component of the call handlingsystem. The advisory component provides a recommended response accordingto the first protocol. The method also includes providing therecommended response to a call handling system user for selection of therecommended response. For example, the advisory component may recommenda particular type of dispatch and/or instruction for the call handlingsystem user to convey to the caller. In this regard, because handlingsystem user may select the recommended dispatch and/or instruction toassist the caller or disregard such if the call handling system userdeems the recommendation to be non-applicable. However, the advisorycomponent may be “hard configured” to automatically provide arecommended dispatch or instruction such that the call handling systemuser does not have a selection option.

The method may further include providing a dispatch recommendation toeither or both of the call handling system user and a computer-aideddispatch system. The method may further include providing at least oneof a statement, a question, and an instruction upon initiation of thefirst protocol. For example, the method may further include processingthird information based on a second response of the caller, wherein thethird information is determined from said at least one of the statement,the question, and the instruction. The method may further includeupdating the recommended response based on the third information.Alternatively or additionally, the method may include initiating abridge element based on the third information to initiate a secondprotocol. For example, third information may be a keyword. The methodmay also include processing the first information includes extractingdata from a user interface that includes one or more of: a drop-downmenu, a free text entry field, and a keyword selection menu.

In another embodiment, a method of generating a protocol module for usein a call handling system includes providing a protocol framework,receiving first information relevant to a first portion of a callhandling system scenario. The method also includes processing the firstinformation to generate a first protocol module and formatting the firstprotocol module within the protocol framework.

Processing the first information may include generating an activitytrigger for initiating an advisory component upon initiation of thefirst protocol module and formatting the activity trigger within thefirst protocol module.

The method may further include receiving second information relevant toa second portion of the call handling system scenario, processing thesecond information to generate a second protocol module, and formattingthe second protocol module within the protocol framework. In thisregard, the method may further include compiling the first protocolmodule and the second protocol module within the protocol framework togenerate a first protocol. For example, the protocol may include one ormore modules relevant to a particular call handling system scenario,such as police, fire, and emergency medical services etc. The modulesthemselves may further include statements used in eliciting informationfrom a caller. Once this information is input and the modules areconfigured, the modules may be used to generate a protocol for use bythe call handling system. Any protocol may be configured from existingmodules are newly generated modules. Additionally, a protocol may becompiled from a single module. The method may also include generating anindicator reception within the first protocol module for initiating apreconfigured protocol. For example, the first protocol may beconfigured with a link to a second protocol to initiate the secondprotocol upon detection of a keyword, or the like, by the bridge elementof the call handling system.

The method may further include testing the first protocol to determineoperability of the first protocol. In this regard, testing the firstprotocol includes providing the call handling system with test datarelevant to the call handling system scenario and decoupling externalsystems in communication with the call handling system. For example, thefirst protocol may be “run” within the call handling system using storedcall handling data (e.g., either generated or archived based on actualcall scenarios). The call handling system itself may operate as thoughthe call handling system scenario were real. However, the call handlingsystem scenario, in the test mode, would actually not communicate withexternal systems, such as computer-aided dispatch systems. Rather, suchcommunications would be simulated.

The method may further include publishing the first protocol to one ormore call handling systems. In this regard, publishing may includegenerating a version control indicator for the first protocol andupdating one or more preconfigured protocols with links to the firstprotocol based on the version control indicator. Additionally, themethod may include amending the first protocol and updating the versioncontrol indicator based on the amendment to the first protocol. Forexample, a generated protocol may be subsequently amended in the versionof that protocol be updated such that a call handling system user isaware of the version of protocol in operation. In this regard, themethod may further include retaining an original copy of the firstprotocol in a database and preventing access to the original copy of thefirst protocol during an actual call handling system scenario.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of an exemplary call handler.

FIG. 2 is a block diagram of a call handler exemplarily configured witha CAD system.

FIG. 3 is an exemplary Graphical User Interface (GUI) of a call handler.

FIG. 4 is an exemplary data structure for use with a call handler.

FIG. 5 is a block diagram of an exemplary call handling network.

FIG. 6 is a flowchart an exemplary call handling process.

FIG. 7 is a flowchart another exemplary call handling process.

FIG. 8 is an exemplary call handler system employing a response advisorand a script builder.

FIG. 9 is an exemplary response advisor.

FIG. 10 is a response advisor embodied with a call handling GUI.

FIG. 11 is an amendment mode interface of the response advisor.

FIG. 12 is a flowchart of an exemplary response advisor and callhandling process.

FIGS. 13 and 14 illustrate configuration modules of the responseadvisor.

FIGS. 15 and 16 illustrate an activity trigger module of the responseadvisor.

FIG. 17 illustrates a script builder for use in a call handling system.

FIG. 18 illustrates a list of script modules that are viewable via thescript builder of FIG. 17.

FIG. 19 illustrates a flow chart of a process 930 of a response advisorwithin a call handling system.

FIG. 20 illustrates a flow chart of a process 950 for building protocolsfor use within a call handling system.

DETAILED DESCRIPTION OF THE DRAWINGS

While the invention is susceptible to various modifications andalternative forms, a specific embodiment thereof has been shown by wayof example in the drawings and will herein be described in detail. Thoseskilled in the art will appreciate that the features described below canbe combined in various ways to form multiple variations of theinvention. Accordingly, the invention is not limited to the specificexamples described below.

With reference now to FIG. 1, FIG. 1 is a block diagram of the callhandling system 100 in one exemplary embodiment of the invention. Inthis embodiment, the call handling system 100 comprises the callinterface 101 and the processor 102 and is configured for handling callinformation. For example, the call handling system 100 may be configuredfor interfacing with a telephony system to receive call information andrespond to the received information with relevant response informationand/or appropriate dispatching information. The call information mayregard substantially any of an emergency or a non emergency relatedsituation, such as that received by a 911 call system identifying acertain emergency situation requiring police, fire, medical assistanceand/or homeland security. Each call is uniquely handled and subsequentlycreates a unique record of the events transpiring during the call. Inthis regard, the call handling system 100 may use a protocol to apply aconsistent procedural approach to the management of a call. A protocolis a collection of modules that are displayed under the heading of achief complaint. A module is a collection of elements that representquestions or advisory statements within a “call phase”. As thecall-handling system 100 traverses modules during the execution of aprotocol, the call handling system is generally referred to as movingbetween call phases.

While each call may be unique, the call handling system 100 providescall handling consistency by adapting to dynamic situations. Forexample, the call handling system 100 may allow the system user todynamically respond to the call information received through a singleprotocol having a series of communicatively linked scripts. The protocolallows the user to respond with situationally relevant information tothe caller, to dispatched response units, and/or to other relevantparties based on the received call information. Since this callinformation can change, the protocol can generate and relay thisrelevant information by linking to scripts that are relevant to the callinformation as it changes. As such, the call handling system 100 mayassist a user of the call handling system in recognizing certainsituations and in providing appropriate information and/or responses.For example, the call handling system 100 may provide the informationnecessary for a caller to react to a particular situation. The callhandling system 100 may also provide information to a response unit(e.g., fire response, police response, etc.) such that the response unitmay properly handle the situation.

The processor 102 is communicatively coupled to the call interface 101,and is configured for processing the call information and for initiatinga protocol based on the call information. For example, once certain callinformation reporting a specific situation (i.e., a chief complaint), isreceived, the processor 102 processes the information and initiates aprotocol that runs a script suited for the specific situation. Scriptsas used herein are sets of preformatted processes implemented by theprotocol and configured for guiding a user in responding to callinformation.

An illustrative example of the operative characteristics of the callhandling system 100 is now provided. In this example, a caller may usethe call handling system 100 to report an emergency situation, such as afire, a situation requiring police action and/or a situation requiringemergency medical assistance. Information regarding this call may beautomatically transferred to the call interface 101 using standard 911telephony. The data structure passed from the telephony system of oneembodiment is also known as ANI/ALI. The ANI/ALI is transferred to theprocessor 102 in a revised structure to enable cross reference withexisting call records in the database 202. Those skilled in the artshould readily recognize that the data structure ANI/ALI may betransferred from a telephony system provider. For example, a 911 callgenerally transfers information about the caller such as the caller'sphone number, identification and, in some instances, location. In thisembodiment, the information initializes a search through existing callrecords and if necessary alerts the call handling system 100 of previousincidents from the same telephone number or location prior to the launchof the call handling system's protocol.

A user may operate the call handling system 100 to elicit informationfrom the call in the form of an initial survey question which mayalready contain ANI/ALI data. Such a question may include a descriptionof the situation for which assistance is sought. Based on the caller'sresponse, the call handler user inputs the information into callhandling system 100. The processor 102 processes the input informationand initiates a protocol. The initiated protocol, based in part on thecall information, identifies and runs an appropriate script.

Once the protocol is initiated, the call handling system 100 prompts thesystem user to elicit additional information from the caller. Forexample, the call handling system 100 may prompt the user to askadditional questions of the caller that are specifically relevant to thesituation for which the caller seeks assistance. Responses to thesequestions may dynamically alter the course of the protocol to moreappropriately respond to the caller with assistance (e.g., advice and/ordispatched response units).

As the protocol progresses, the processor 102 may further generate dataregarding additional detail of the situation. For example, the processor102 may process the call information and make recommendations based onreceived call information. These protocol decisions may generate datawhich the processor 102 may store in a data structure. The datastructure may be subsequently transferred to dispatch systems, such as aCAD, to a caller and/or to other relevant parties. A transferred datastructure comprising additional information of the situation for which acaller seeks assistance may be used by a particular party toappropriately respond to the situation. For example, the data structuremay be transferred to a dispatch system to alert and/or dispatch anappropriate response unit, such as fire, police and/or emergencymedical.

In one embodiment of the invention the call handler system 100 isconfigured to operate within a general-purpose computer workstation.Accordingly, the call handler system 100 may be a software systemoperable with a computer to perform according to the principlesdescribed herein. However, those skilled in the art should readilyrecognize that other embodiments may fall within the scope and spirit ofthe invention. For example, the call handler system 100 may beimplemented as a mobile computing device, such as a Palm Pilot.Moreover, those skilled in the art should readily recognize that thedescribed embodiment shown and described herein may be configured inhardware, software, firmware and/or various combinations thereof. Thoseskilled in the art are familiar with hardware, software, firmware andtheir various combinations.

FIG. 2 is a block diagram of the call handler 200 configured with CADsystem 207 in one exemplary embodiment of the invention. The callhandler 200 is configured to operate in accordance with the principlesdescribed herein above and comprises a call interface 101 and aprocessor 102, as shown and described in FIG. 1.

In this embodiment, the call handler 200 further comprises a storageunit 201 configured for storing a data structure 204, the database 202of protocol terms and the protocols 203. The database 202 may include alist of words or well known terms used to cross-reference, or rapidlyidentify, a particular situation based on received call information. Forexample, as a caller conveys information to a user of the call handler200, the user may input the information in the form of a keyword intothe call handler 200. Keywords may be used to trigger the recommendationof a chief complaint selection (e.g., a top level description of a calltype) or trigger one or more events in response to inputs to a scriptelement. The call handler 200 may then populate the database 202 anddisplay a list of cross-referenced protocol terms via a display unit206. This displayed information provides a “short list” of scripts 208which are most relevant to the situation presented.

The user of the call handler 200 may select one of the displayed termswhich most appropriately identifies the caller's situation. Once ascript is chosen, the protocol conforms to the information provided inthe script and the user of the call handler 200 is prompted to performcertain actions. For example, a selected script may initiate a protocol203 and then prompt the user to elicit more information from the caller,alert appropriate response units, convey information to the caller, etc.

The protocol 203 and the associated scripts 208 may be used foremergency related situations, non emergency situations and/or training.For example, certain scripts 208 may be used to initiate a protocol 203for responding to an emergency situation such as a fire, a situationrequiring police, a medical emergency situation and/or a situationimpacting homeland security. Additionally, some scripts 208 may beconfigured for initiating the protocol 203 to respond to a caller whenno emergency exists, such as situations when a caller accidentally callsor when a caller is simply requesting information. Moreover, somescripts 208 may be configured for initiating a protocol 203 to train acall handler user in the aspects of call handling.

Once the protocol 203 is initiated and the protocol advances, datastructure 204 is filled with data regarding the course of the protocol.For example, a user by selecting indicators from and/or inputtingcertain information to the call handler 200 may build the data structure204. A constructed data structure 204 may therefore include informationpertinent to the call and/or a dispatch unit. This data structure canthen be stored in a database and/or transferred to the CAD 207 via theCAD interface 205.

In another embodiment of the invention, the display unit 206 is alsoconfigured for displaying user selectable hot keys. For example, theuser of the call handler 200 may select one of the hot keys in order toadvise the caller on a course of action in response to circumstances atthe scene. The hot keys, in essence, provide “short cuts” to proceduresthat a system user may access without being directed to do so by aninitiated call handling protocol.

In a one embodiment, the presented hot keys are continually available tothe call handler user. The call handler user may therefore select a hotkey to learn more about handling a particular situation as it ispresented. For example, a cardiopulmonary resuscitation (“CPR”) foradults hot key may be continuously presented to the call handler usersuch that the user may obtain more information relevant to CPR shouldthe situation require such assistance. In one embodiment, the hot keysare customizable based on the needs of the call center. Such hot keysmay therefore be used to obtain information that is more relevant to aparticular call center.

To illustrate one exemplary scenario, a caller may convey informationrelating to an emergency medical situation, such as that of an adultsuffering a heart attack. The user may input terms conveyed by thecaller into the call handler 200, which in turn populates the database202 with protocol terms that the processor 102 identifies as symptomaticof heart related conditions. The display unit 206 may then be directedby the processor 102 to present certain hot keys that are relevant to aheart related, emergency medical situation.

During the exemplary scenario, the caller may convey information thatthe situation has dramatically changed. For example, the caller mayinform the call handler 200 user that the adult has stopped breathing.The system user may, therefore, select a hot key, such as CPR foradults, in response to the changed call information. The processor 102may process information from the selected hot key to automaticallytransfer information to the CAD 207 for dispatching a response unit(s)and/or have the user assist the caller. In the CPR example, the selectedCPR hot key may alert an emergency medical response unit and/or provideCPR instructions to assist the caller in performing CPR on the adult.

Hot keys are essentially shortcuts enabling quick access to proceduresthat may otherwise not have been recommended during execution of thescript. Procedures not quickly accessible via hotkeys can be selectedfrom a procedure search window within a Graphical User Interface (“GUI”;e.g., the GUI 300 of FIG. 3 below herein). The selection of additionalprocedures is not exclusively limited to the use of hot keys orprocedure searches. Triggers within each script may result in thedisplay of procedures in direct response to data entered by the user. Inone exemplary scenario, a caller may respond to a question regarding avictim's breathing status. A response that indicates that the victim isnot breathing results in a negative reply keyed into the GUI. Thistriggers a launch of the procedure for CPR to appear within the existingscript display.

In another embodiment of the invention, the call handler 200, inresponse to information from the caller, may trigger a “bridge” toanother protocol 203. Generally, a bridge is a recommendation to changeto an alternative protocol script during a call. Additionally, the callhandler 200 may be initiated in response to call information and/or whena particular script 208 does not provide the appropriate responseinformation for a call. For example, when call information changes insuch a way that the present script is no longer relevant to a presentedsituation, a selection of a situationally relevant trigger will bridgethe protocol to a new script to enable the user to respond moreappropriately.

A bridge as described herein is information inputted into the callhandler 200 that results in the entrance of another script. For example,information from a caller indicating stomach pain of a victim may resultin a script for abdominal pain being automatically loaded into the userinterface. Subsequent questions for determining the victim's age andgender may result in a response that may indicate a heart attack andautomatically recommend a bridge to a chest pain script.

While one exemplary embodiment of the call handler 200 has been shownand described herein, those skilled in the art should readily recognizethat the invention is not intended to be limited to the describedembodiment. Other embodiments may fall within the scope and spirit ofthe invention. For example, although illustrated as beingcommunicatively coupled to one CAD system 207, the call handler 200 maybe communicatively coupled to a plurality of CAD systems. Because uniqueresponse units are occasionally dispatched from different CAD systemsoften from different geographical locations, a call handler embodimentwith multiple CAD system connections may advantageously parse andtransfer information relevant to each dispatched response unit.

FIG. 3 is a GUI 300 of a call handler in one exemplary embodiment of theinvention. Similar to other GUIs and application program interfaces(“API”), the GUI 300 may be displayed using a general-purpose computermonitor through the processing of software instructions. Accordingly, inthis embodiment, the GUI 300 represents a software implementation of acall handler system, such as the call handler 200 of FIG. 2.

A general-purpose computer system may controllably operate the GUI 300as part of a call handler application operable within a computeroperating system, such as Windows, Solaris, UNIX, Linux and/or othercomputer operating systems. Those skilled in the art are familiar withoperating systems.

In this embodiment, as a caller conveys call information regarding asituation, a call interface transfers the conveyed call information to ageneral-purpose computer system. The computer interface may place thecall in a pending status until a call handler becomes available. A userof the call handler system may take the call by selecting the “TakeCall” button 304 or collect a new call from the “Live Call List” whichcontains reference to new calls passed directly into the call handlersystem from a telephony system. A caller may also release a call byselecting the “release call” button 303 to transfer the received callinformation to another call handler user who may be more qualified, forexample, to handle the call information. In one embodiment, the releasecall button 303 may also transfer the call itself to another callhandler user. Additionally a “close call” button 302 is configured forinitiating a script from which a call record may be closed.

Hot keys as described in FIG. 2 are displayed as buttons 301 within theGUI 300 of the call handler system. The hot key buttons 301 illustratedin this exemplary embodiment include CPR for an adult, shock, recovery,control bleeding and monitor Airway, Breathing and Circulation (“ABC”).When one of these hot key buttons 301 is selected, the protocol beingprocessed may alter course to direct the call handler user to requestinformation specifically relevant to the selected the hot key 301. Forexample, when a user selects the hot key 301 for adult CPR in responseto received call information, the protocol may dynamically respond tothe selected hot key and display information that is relevant to adultCPR via the GUI 300. The protocol may further dynamically respond to theselected hot key by changing the format of the GUI 300 altogether suchthat the GUI 300 displays CPR related instructions, CPR related protocoltab(s) 305, CPR related alerts window 307 and/or CPR related dynamicarea window 308.

The protocol tabs 305, in this embodiment, are configured for building(e.g., inputting information to) a data structure, such as the datastructure 204 of FIG. 2. Selected protocol tabs 305 may also progress aninitiated protocol. For example, once the caller conveys information tothe call handler user, the call handler user may input that informationinto the call handler system. The call handler system processes theinformation to select an appropriate protocol (i.e., a protocol script).Once the protocol is initiated, the call handler system may displayprotocol tabs 305 to advance the protocol and/or configure the datastructure. Examples of such protocol tabs 305 include an “InitialSurvey” tab, a “Vitals” tab, a “Primary Questions” tab and a “SecondaryQuestions” tab.

Primary questions are generally intended to determine a dispatchrecommendation in relation to conditions at scene. Related to eachquestion may be a number of predefined conditions or descriptorsintended to reflect circumstances or potential risks at the scene.Conditions may be referenced to one or more activity triggers (describedbelow) to an initial a range of events including the dispatchrecommendation. In this regard, each tab 305 may prompt the call handleruser to elicit more information from a caller. For example, a selectedPrimary Questions tab may present the call handler user with a series ofquestion fields 306 to extract more information regarding the situationfrom the caller. As exemplarily illustrated, the primary questions tab305 displays the question fields 306 for determining the following:“What exactly has happened?”; “How many people have been injured?”; “Isanyone trapped?”; “Are there any safety hazards?”; “Anyone thrown fromthe vehicle?”; and “What kind of injuries does the victim(s) have?”Secondary questions are those which are intended to establish incidentdetails that would be considered useful to responders en route.Secondary questions are generally not intended to influence the dispatchrecommendation. Vital Signs are generally questions designed to identifyany critical life threatening symptoms (e.g., consciousness andbreathing) that would trigger an immediate dispatch recommendation.

Relevant to the questions fields 306 are the user selectable responses309. These responses 309 may allow the call handler user to rapidlyconfigure the data structure based on a caller response. For example,when the call handler user asks the question “are there any safetyhazards,” the call handler user may quickly select any combination ofthe preconfigured responses typically conveyed by a caller. In thesafety hazards example, the call handler user may select any combinationof the responses of fire, fuel leaking, hazardous materials (“HazMat”),etc. Those skilled in the art, however, should readily recognize thatresponses 309 described and shown herein are only exemplary of theresponses which may be used in the GUI 300.

Other features exemplified in the GUI 300 include an “alerts window” 307which almost immediately notifies the call handler user of situationsrequiring urgent action. For example, as the protocol progresses,information immediately relevant to the progress of the protocol may bedisplayed in the alerts window 307. As exemplarily illustrated herein,the alerts window 307 displays a critical action “do not approach thescene unless absolutely safe to do so.” The call handler user may conveythis information directly to a caller and indirectly to a response unitthrough the configuration and transfer of the data structure. Again,those skilled in the art should readily recognize that the alerts window307 may be configured to display other emergency and/or non emergencyevent related information.

Still other features include a dynamic area window 308 which may displayinformation, instructions and/or other data relevant to the protocolprogress. For example, if the protocol involves an emergency medicalresponse, the dynamic area window 308 may display instructions relevantto that emergency medical protocol. As illustrated herein, theinstructions include information for the call handler and/or the callerregarding the movement, position, clothing, temperature and/or bleedingof a person in this particular emergency medical situation. The dynamicarea window 308, in essence, performs a function of a “For YourInformation” (“FYI”) window. Although discussed with respect toemergency medical situations, dynamic area window 308 may displayinformation instructions and/or other data relevant to the situationpresented, such as a situation pertaining to fire, police and/orhomeland security.

While one embodiment has been shown and described in detail, thoseskilled in the art should readily recognize that the GUI 300 may beconfigured in a variety of manners to operate in accordance with theprinciples of the invention described and illustrated herein.Accordingly, the invention is not intended to be limited to theillustrated user interface of the GUI 300. Further, the invention is notintended to be limited to any particular protocol described within theGUI 300. Other protocols such as those relating to non emergenciesand/or other emergencies may also fall within the scope and spirit ofthe invention.

FIG. 4 is a data structure 400 in one exemplary embodiment of theinvention. In this embodiment, the data structure 400 is representativeof a chief complaint from a caller. The data structure 400 comprises oneor more data sections such as an initial survey section 401, anemergency indications section 402, a primary questions section 403, asecondary questions section 404 and a dispatch instructions section 405.As a protocol advances, the data structure 400 is configured with datawithin the one or more data sections. This data may be advantageouslyused by a CAD system to alert and/or dispatch a response unit(s).However, those skilled in the art should readily recognize that the dataof the data structure 400 may be transferred to other devicescommunicatively linked thereto. For example, the data may be transferredto pagers, mobile computing devices, cellular telephones, emergencyradio devices capable of receiving data, and/or network based computingsystems. Additionally, this data may be configured in a variety ofwell-known formats, such as e-mail and text messaging, to alert variousresponse agencies.

Examples of initial survey information may include caller information,such as a caller's phone number and the caller's party type (e.g., afirst, a second, a third or a fourth party type). For example, a personcalling about a situation involving that person is identified as a firstparty type caller. That person's phone number and party type may beinput to the data structure 400 is part of the initial survey 401.Examples of a second party type include a person who is simply reportingthe incident and who is also in close proximity to the incident.Examples of a third party type include a person reporting an incidentsome distance away from the incident location. Examples of fourth partytype may include agencies, such as alarm monitoring centers. Otherinformation related to the initial survey may include initial conditionssuch as types of distress and/or emergency situations for the specificpurpose of determining the correct call handling script to be used. Forexample, the initial conditions surrounding a fire may include the typeof structure on fire and whether the blaze is still burning.

The emergency indications 402 may include information for situations ofimmediate attention. For example, a person may call a call handlersystem to complain of chest pains. Such a complaint may alert the callhandler user to dispatch immediate medical assistance as the chest painsmay be symptomatic of a heart ailment. The emergency indications 402 mayalso be used to provide additional detail of the location of thesituation.

The primary questions 403 may include clarifying information regardingthe chief complaint. Information contained herein may be used tofacilitate a dispatch recommendation. For example, as the protocolprogresses, the call handler user may be prompted to ask additionalquestions regarding the caller's specific situation. The correspondinginformation may be used to clarify information that was previouslyconveyed by the caller. Additionally, the information of the primaryquestions may be used to raise awareness for those involved to aheightened state for the situation (e.g., situations involving policeand/or fire response). For example, the primary questions may be used todetermine possible risks and/or dangers at the scene for the persons atthe scene as well as responders dispatched thereto.

The secondary questions 404 may include additional information that waselicited from a caller to assist responders en route to the incidentscene. Such information input to the secondary questions 404 datasection may include information regarding a specific condition of thesituation. For example, in a chemical fire, the secondary questions 404may contain information elicited from a caller regarding the exact typeof chemical and any instructions for a responding fire unit.

Also in this embodiment of the data structure 400 is the section 405 forconfiguring the data structure 400 with dispatchinstructions/recommendations in terms of priority and types ofresponders needed at the scene. Additionally, a further section includespre-arrival instructions. Pre-arrival instructions are generally modulesthat feature a variable number of questions/statements to provideoptional advice to callers regarding procedures to ensure, for example,the safety of persons at the scene or preserve evidence. Theinstructions can be uniquely formatted in the data section 405 inresponse to an initiated protocol.

An additional feature of each data section pertains to customizablefields. These fields may include information relevant to certainprocedures of a particular call center. For example, one call center mayhave procedures that differ from those of another call center.Accordingly, the data structure may be formatted to include informationthat is relevant to a specific call center.

Although described in detail with respect to one exemplary datastructure, those skilled in the art should readily recognize that otherdata structures may be generated to have one or more of the datasections described and illustrated herein. Accordingly, the invention isnot intended to be limited to the described embodiment.

FIG. 5 is a block diagram of a call handling network in one exemplaryembodiment of the invention. In this embodiment, a caller may conveycall information from any of a mobile type device (e.g., a cellulartelephone or a mobile computing unit, such as a PalmPilot) or a “landline” based device (e.g., a typical home phone or a computer terminal).These devices (labeled 508, 509 and 510) may communicate through atelephony network 507 to convey call information to the call handlingnetwork. Additionally, a telephony system 508 is communicativelyconnected to the telephony network 507 for receiving the callinformation from the caller.

In this embodiment, a call center 1 is configured with a subnetwork ofthe call handling workstations 501. A call handler server 506 isconfigured for transferring the call information from the telephonysystem 508 to a call handling workstation 501 (labeled 501 ₁ . . . 501_(N)) within the call center 1. For example, the telephony system 508may be a switching system or a router that receives calls from thetelephony network 507. The telephony system 508 may transfer a call tothe call handler server 506 for subsequent processing by a call handlingworkstation 501.

The call handler server 506 may determine which the call hander 502 isto receive the call and initiate a call handling protocol. For example,the call handler server 506 may be aware of the call hander 502capabilities (e.g., user qualifications, call backlog, etc.).Accordingly, the call handler server 506 may assign a received call toone of the call handlers 502 based on the capabilities of the callhander. Once assigned, the call hander 502 runs the protocol asinitiated by the call handler server 506

The call handling workstations 501 are configured for operablycontrolling associated call handlers 502 (labeled 502 ₁ . . . 502 _(N)).For example, a call handling workstation 501 may be configured from ageneral-purpose computing system, such as a personal computer (“PC”). Assuch, the call handling workstation 501 may include software operable tocontrol and display the call handler 502 (see e.g., GUI 300 of FIG. 3).

The call handler 502 may operate similar to the embodiments shown anddescribed herein above. The call handler 502 may further compriseadditional features which allow for the communicative coupling to othercall handlers within call center 1. For example, the call handler 502may comprise network components which allow a call handler user within aparticular call center to transfer call information via communicationlink 505 _(N) to another call handler within the call center (e.g., thebutton 303 of FIG. 3). Such a communicative coupling may be advantageouswhen a user of a first call handler 502 needs to transfer the callinformation to a user of a second call handler 502 because the user ofthe first call handler is either unqualified or too busy to handle thecall. Network components are known to those skilled in the art and maybe implemented through a combination of hardware and softwarecomponents.

In this exemplary embodiment, the workstations 501 have no directcommunication with CAD 503. The call handler server 506 supports thelogic, trigger handling and communication functions, as well as actingas a central repository of protocol scripts. For example, the callhandler server 506 may be configured to receive call information andinitiate an appropriate protocol. Once triggered by a call, the callhandler server 506 may provide protocol information to a logicallyselected call handler 502. Such a selection may be based on capabilitiesof a given call handler 502.

Each workstation 501, however, may retain an independent copy of theprotocol scripts to enable continuity in the event that connection withthe server is lost. In such an event, the call handler 502 may continueto be used to ask appropriate questions and record any informationprovided by the caller. This data may then be copied to the server whenthe connection is restored.

The call handler 502 may transfer dispatch information to any local CAD503 via the call handler server 506 and a communicative coupling to aLocal Area Network (“LAN”) 510. Alternatively, the call handler 502 maytransfer dispatch information to a remote CAD 513 via the call handlerserver 506 and a communicative coupling to Wide Area Network (“WAN”)511. LANs and WANs are known to those skilled in the art. This dispatchinformation may be in the form of a data structure such as thatdescribed in FIG. 4. The CADs may use the dispatch information to alertand/or dispatch an appropriate response unit. In one embodiment of theinvention, the call handler 502 is capable of transferring informationto a plurality of CAD systems, such as the CAD 503 and the CAD 513, toalert a plurality of associated response units. For example, a highwaycollision between automobiles may require the assistance of police, fireand medical response units. Accordingly, the call handler 502 maytransfer information to CAD systems associated with a plurality ofunique response units that are necessary to the situation presented.

The network described and illustrated herein is only exemplary innature. Those skilled in the art should readily recognize that thenumber of call centers and/or call handler workstations within a callcenter may be a matter of design choice. Accordingly, the invention isnot intended to be limited to the illustrated embodiments.

FIG. 6 is a flowchart illustrating an exemplary process 600 of a callhandler system. Call information is received in the process element 601.For example, a caller identifying information relating to an emergencysituation or a non emergency situation may convey call information to acall handler system of the described embodiments described herein aboveto report the situation. The call information is processed in theprocess element 602 to provide an initial protocol (the process element603). For example, a processor, such as the processor 102 of FIG. 2, maydetermine an appropriate protocol based on the call information andinitiate the protocol therefrom.

While the protocol is in progress, a call handler system may respond tocertain indications by processing call information in the processelement 604. Processed call information may result in a dispatchrecommendation presented to the call handler user. This dispatchinformation may be either accepted or rejected by the call handler user,in the process element 605. Accepted dispatch information may betransferred to data structure in the process element 607.

The call handler user may also be provided with certain user selectablehot keys that when selected are processed to provide information to callhandler user, in the process element 606. For example, once a certainsituation is presented to the call handler user, the user may select acontinually present hot key that is relevant to that situation. Onceselected, information and/or instructions may be presented to the callhandler user to allow the user to appropriately respond to thesituation. In one embodiment, the call handler may process informationfrom selected hot keys and/or received call information to change aprotocol to respond to other situations being presented in the processelement 606. In this embodiment, the hot key information can beprocessed and call handling can be thereby redirected to anotherprotocol script. For example, when a caller conveys information of aspecific situation, a call handler user may select a pre-definedcondition relevant to that situation. In the event that a hot key isselected and/or based on processed call information, the call handlersystem may automatically recommend another protocol that is morerelevant to the situation presented to the call handler user.

During the processing of the protocol, secondary information, such asthat described hereinabove, may be transferred to a data structure, inthe process element 607. Because of the secondary information and thedispatch information, the resulting data structure may provideinformation that is relevant to an appropriate response. Once enoughinformation has been transferred to the data structure, the datastructure may be transferred to one or more CAD systems, in the processelement 608. For example, once enough information has been received toselect an appropriate dispatch response, the data structure may betransferred to the CAD system to alert and/or dispatch the appropriateresponse units.

FIG. 7 is flowchart of another process 700 of the call handler system.In this embodiment, the process 700 represents certain process modulesrelevant to a call handling system, such as those described andillustrated herein. In this regard, the process 700 may be generallyreferred to as a protocol model.

The features or process elements of the process 700 may be generic toany developed protocol of the call handler system. For example, callinformation may be received in the process element 701 to initiate aprotocol. With the protocol initiated, an incident location isdetermined, in the process element 702. The protocol may then prompt acall handler user to elicit more information from a caller, in theprocess element 703. For example, the call handler user may be presentedwith questions for the caller to determine an incident description suchthat the call handler user may initiate the protocol based on aselection of keywords populated from a database.

Once a keyword is selected, the call handler user may be presented witha protocol interface in the form of a GUI, such as the GUI 300 describedin FIG. 3. This protocol interface may include question fields and/orbuttons to construct a data structure, such as the data structure 400 ofFIG. 4, with information relating to the situation reported by thecaller. For example, the user may be presented with the vital signquestions 704, a primary question 705 and/or the secondary questions 706as described in the GUI 300 of FIG. 3. It is not a necessary feature ofthe invention, however, for the user to ask these questions in anyparticular order.

In some embodiments, the user may ask these questions in an order thatthe user believes is relevant based on the user's experience. In oneembodiment, a call handling system may determine which questions are tobe asked first based on preprogrammed decisions within the call handlingsystem. For example, once a protocol is initiated, a certainpreprogrammed script may prompt the user to ask some or all of thequestions 704, 705 and/or 706 in an order that was predetermined for aparticular situation.

Based on questions asked of the caller, the call handler user may havedetermined the type of caller party type in the process element 708.Once the caller party type is determined, pre arrival instructionsand/or other information relevant to the caller may be formatted withthe data structure, in the process elements 709, 710, 711 and 712 (i.e.,respective of the party types 1, 2, 3 and 4). The formatted datastructure may then be used to ensure appropriate instructions areavailable to the call handler in relation to the caller's immediateneeds. For example, the first party caller may call with informationpertaining to a certain emergency situation. Once information about thefirst party caller is ascertained, pre arrival instructions may beformatted with this information and used by the call handler user toassist the caller.

The number of the caller party types may depend on the protocol inprogress. For example, a protocol may be initiated in response to callinformation regarding a particular caller type. Some caller party types,however, may not be relevant to the protocol in progress. Accordingly,these caller party types would not be necessary for presentation to theuser of the call handling system performing the method described herein.Such an embodiment allows the protocol to operate in a manner relevantto the identified caller party type.

In one embodiment of the invention, the process may be configured with acall closure prompt 707 which may prompt the call handler user to end acall. For example, if a caller needs to attend to the situation at hand,the call closure prompt 707 may prompt the call handler user to elicitfinal information from the caller and/or convey finalinstructions/information to the caller. Such information may also be aformatted in the data structure for use by a response unit.

These processes are representative of the features of the call handlingsystem which may be relevant to a particular protocol in progress. It isnot necessary, however, that each of these features be presented for aparticular protocol. For example, the protocol is configured (i.e.,programmed) with scripts designed to dynamically respond to a call. Aseach call may be unique, certain questions (i.e., 704, 705 and 706) maynot be necessary for the particular protocol in progress. As such,unnecessary questions would not be presented to the user.

FIGS. 6 and 7 illustrate exemplary methodical embodiments of theinvention. Those skilled in the art should readily recognize that theprocesses and steps shown and illustrated herein may be arranged and/oraltered in other ways that fall within the scope in spirit of theinvention. Those skilled in the art should also readily recognize thatthe embodiment may be implemented through software instructions. Suchinstructions may be stored on a storage media and retrieved and executedby a computer processor. Some examples of instructions are software,program code and firmware. Some examples of storage media are memorydevices, tapes, disks, integrated circuits and servers. The instructionsare operational when executed by the processor to direct the processorto operate in accordance with the invention. Those skilled in the artare familiar with storage media, instructions, processors and theirvarious implementations.

Turning now to FIG. 8, a block diagram of an exemplary call handlingsystem 825 configured with a response advisor 826 and a script builder827 is presented. The call handling system 825 may operate in accordancewith any of the call handling functionalities described hereinabove. Forexample, the call handling system 825 may direct a user of the callhandling system to interact with a caller to provide assistance to thecaller based on an initiated protocol of the call handling system.

The protocols described herein are generally top-level descriptorsassociated with a particular event of the caller. For example, a CPRprotocol may provide instructions to the call handler user such that theuser may direct the caller to perform CPR on a person in need ofassistance. The protocols may be configured of individual script moduleswith each containing one or more script elements (e.g., questions orstatements to be used by the call handler user). Using the CPR example,a first module of the CPR protocol may include script elements relatingto briefing whereas a second module of the CPR protocol may includescript elements relating to acquiring assistance from other people. Inother words, each module may represent separate phases of an anticipatedcall (e.g., as depicted in the process 700 of FIG. 7).

When handling an actual call, entry into every protocol may be throughan initial survey module that records caller information (e.g.,identification of the caller), the incident location, and a descriptionof the incident. Keywords associated with the protocols may be used torecommend selection of an appropriate chief complaint. The associatedprotocol is then initiated and displayed on the caller handlerinterface. Each module of the protocol may also appear as a tabbed areacontaining script elements that have been configured using the scriptbuilder.

Generally, the protocol content may be influenced by certain variablesat the time a chief complaint is selected. For example, information fromthe caller party may determine a type of pre-arrival module to bedisplayed via the call handler interface. Additionally, the prevailinghomeland security alert status level may be displayed with a particularmodule.

The script builder 827 of this embodiment is configured for generatingthe protocols, script modules and elements of the call handling system825. The generated protocols may be stored in the database 828 forsubsequent use in assisting a caller. Additionally, the script builder827 may provide the user with the ability to amend protocols by addingand deleting individual script modules or changing the modules bychanging individual script elements within various script modules. Thescript builder 827 may also provide a means for generating individualscript modules that may be used interchangeably with various protocols.One example of such a module would include a call initiation modulewhich elicits basic information from a caller. Such a module wouldlikely be used in almost any call scenario

The response advisor 826 of this embodiment is configured for detectingconditions incident to a caller's response. For example, the user of thecall handling system 825 may receive a call from a caller requiringassistance. Based upon some initial question, the call handler user mayinput a keyword into the call handler system 825 via the call handlerinterface 832. The rules processing engine 830 may select an appropriateprotocol from the database 828 based on that input keyword. The protocol831 is then initiated within the call handler interface 832 such thatthe user may ascertain information from the caller and provide therequired assistance. The call handler user may input information intothe call handler interface 832 for the detection of conditions by theresponse advisor 826. The response advisor 826 may, in turn, recommend aparticular response type (e.g., police, fire, EMS, etc.) and/or offer anassessment of the risk. Additionally, the response advisor may provideinformation relating to a particular dispatch. For example, the responseadvisor 826 may include contact information and/or skills associatedwith a particular response type, such as police, fire, etc.

The response advisor 826 may also select other protocols based on adetected condition. For example, as the call handler user inputsinformation from the caller, the response advisor 826 may detectconditions associated with other emergencies. The response advisor 826may transfer the detected conditions to the rules processing engine 830.The bridge 829 of the rules processing engine 830 may select anotherprotocol or even an individual script module from another protocol basedon the detected condition such that the call handler user mayappropriately respond to the caller.

In one embodiment, the response advisor 826 can trigger a dispatchrecommendation at the moment that a chief complaint is selected and theprotocol script is displayed on the screen; no additional questions arerequired. In this regard, the dispatch recommendation may beautomatically pushed to an external dispatch system (e.g., a CAD system)without the operator having to accept the response advisor 826'sdispatch recommendation. Such automatic dispatch recommendation may beconfigured within a script via the script builder discussed below. Forexample, an agency may use a policy that, upon notification of astructure fire from a caller, the dispatch process may be notified whenthe call handler user selects a “structure fire protocol”. In analternative example, selection of a chest pain protocol may requireinputs that establish whether a patient is a male over 50 years of agesuch that the call handler user may determine whether an immediatedispatch recommendation is proper or whether more questions should beasked. If the victim is a 50 year old male and is either unconscious ornot breathing, not only is the CPR procedure made available to the callhandler but an automatic dispatch recommendation may be “pushed”, ortransferred, to CAD system without intervention by the call handleruser.

Turning now to FIG. 9, a response advisor 800, such as the responseadvisor 825 of FIG. 8, is presented. The response advisor 800 isgenerally a tabular display configured with the call handler system toshow conditions that have triggered a dispatch recommendation. FIG. 10illustrates how the response advisor may be configured with a callhandler graphical user interface, such as the call handler GUI 300 ofFIG. 3, to operate within the context of the call handlers describedhereinabove.

The response advisor 800 is configured for providing an objective riskassessment 801 based on information received during a telephone call. Inthis regard, the response advisor 800 may detect certain conditionsderived from scripted questions of the call handler. For example, acondition is generally an answer to a script element that may bepre-defined and/or causes an activity trigger to occur upon selection.In this regard, the call handler may direct a user to ask certainquestions of a caller such that the user may elicit information from thecaller. The elicited information may then be input to the call handler.Based on the information, the response advisor 800 may generate the riskassessment 801 (e.g., high risk, medium risk, and/or low risk of anevent, injury and/or hazard). The risk assessment 801 may be generatedfrom one or more single caller responses. The questions that areprovided by the call handler are the result of a script buildercomponent of the call handler system, as described herein below. In oneembodiment, the range of levels of the risk assessment is an adjustablefeature available to the user. That is, the user may change the range ofrisk assessment levels as desired levels. Additionally, the responseadvisor 800 may recommend a particular type of response. For example,the response advisor may recommend the dispatch of a hazmat team basedon caller responses relating to a chemical spill. In this regard, therisk assessment 801 may, in turn, be associated with the recommendedresponse. For example, as the inputs from scripted questions are made,the inputs may trigger the response advisor with a condition thatrecommends a responder type and priority. The priority may be denoted bya weighted numeric value defined via the script builder component torepresent the risk significance to persons at or responding to thelocation where the incident is occurring. The response advisor 800 mayalso indicate the presence of conditions using a color scheme torepresent priority (e.g., low, medium, high).

When the call handler user is handling a call, the user may initiate theresponse advisor via the call handler to view the conditions that havetriggered an advised response such that the user may act upon theinformation. The nonintrusive nature of the response advisor 800 allowsa user to interface with the response advisor while continuing to elicitinformation from a caller based on the scripted questions.

The response advisor 800 may also assign multiple responder types to anycondition, thus providing a “multi-agency integration”. For example, anemergency scene from which a caller is calling may require the use ofpolice, fire, and/or hazmat teams. In this regard, each category of anadvised response may be flagged with a risk assessment 801 to illustratethe urgency of the response. For example, some incidents could requirean immediate response from police, fire and EMS services but alsoutility services to repair downed wires as a support service.

The response advisor may also indicate the strength or weight of thedispatch recommendation based upon the proportion of questions usedduring the risk assessment. This measurement generally does not changethe manner in which the user acts upon the recommendation. Over time itmay provide data on the ratio of recommendations and decision strengthsthat may indicate whether a review of script content is advisable.

Once initiated, the call handler user may use the response advisor 800to take action with respect to an advised response. For example, theresponse advisor 800 may allow the user to accept (803) a recommendedresponse that conveys a dispatch recommendation to the appropriatedispatch function. Since different responder types (e.g., police, fire,etc.) may be dispatched from different locations, the response advisor800 may be configured to alert multiple dispatch locations. The responseadvisor 800 may also allow the user to refuse (804) and advised responsethereby indicating an acknowledgement of the recommendation butdeclining to act upon it. For example, the call handler user maydetermine that a dispatch is under way and therefore requires nodispatch recommendation. Also, the response advisor 800 may allow thecall handler user to amend (805) the advised response thereby allowingthe user to change priority of any condition and/or change respondertypes from an advised response. An example of the response advisor 800in an amend mode is illustrated in FIG. 11. The response advisor amendwindow 820 allows the user to add or remove various responder types fora given event. For example, if the response advisor 800 indicates that ahazard is in effect and the risk assessment for that hazard is high, theresponse advisor may automatically advise the dispatch of a hazmat teamas illustrated in response indication window 821. The user, however, mayalso wish to require the dispatch of, e.g., emergency medical services(EMS) and rescue. Accordingly, the call handler user would select thosetwo elements from the selection window 822 such that the EMS and rescuemay also be dispatched.

FIG. 12 is a flowchart of an exemplary response advisor and callhandling process 840. The process 840, while descriptive with respect toa particular response, is not intended to be limited to the describedresponse. The response advisor 800 may be used to configure virtuallyany number of response types. For example, the logic used by theresponse advisor 800 may be defined within the scripted questions andmanaged through the Script Builder interface, described hereinbelow, toprovide assistance with virtually any dispatch system.

Additionally, the response advisor 800 may use “activity triggers” thatare referenced to pre-defined inputs for the user to select. Generally,an activity trigger is a scheduled or event driven action that occurswhen a condition is selected. For example, when an input is selected bythe user of the call handler system, one or more activity triggers maybe activated. The activity triggers may be created from rules orcombinations of conditions that result from the scripted questions. Forexample, a male over 50 or a person unconscious and not breathing mayrequire a particular type of response. The call handler user mayascertain such information based on a line of questioning within aparticular script. Upon obtaining this information, the call handleruser may input the information to the call handler system. The responseadvisor may, in turn, be triggered by the information and provide arecommended response or course of action.

In this embodiment, the process 840 illustrates the decision flowthrough a single protocol module and the data triggers that communicatewith the response advisor. Question statements that contain predefinedresponses are denoted by diamond shaped symbols (i.e., the processelements 857, 843, 848, and 846). Statements that allow an open endedresponse are displayed as square symbols (i.e., the process element842). Links to alternative script modules are represented by overlaysymbols (i.e., the process elements 852, 854, and 856) containing theword “Procedure”. The procedure modules generally contain questionsand/or statements that are not directly part of a protocol. They may belinked to protocols during a call when specific conditions aretriggered. Activity triggers that update to response advisor are shownwith dashed lines and contain the responder type and their priority(i.e., the process elements 844, 845, 847, 850, 851, 853, and 855).

The process 840 starts with the initiation of a script in the processelement 841. The script may inquire as to the age of the victim, in theprocess element 842, such that the information may be input to the callhandler system by the call handler. The process 840 may then inquire asto whether the victim is alert and talking, in the process element 843.Based on this information, the process element 843 may triggercommunication with the response advisor. For example, if it is unknownwhether the victim is alert, the process element 843 may triggercommunication with the response advisor to indicate that the risk ismedium and in EMS (i.e., emergency medical services) response may berequired. If the victim is not alert, the response advisor may respondby determining that the risk is high and EMS response again may berequired. However, if the victim is alert, the process 840 may traverseto the process element 846 to assess other conditions of the victim,such as whether the victim is breathing, in the process element 846. Forexample, if victim is alert but unable to breathe as determined by theprocess element 846, the process element 846 may trigger initiation ofthe response advisor in the process element 847 to determine that therisk is medium and that an EMS response may be required. Such acondition may be indicative of choking.

The process elements 844 and 845 may also direct the call handler toinquire as to whether the victim is breathing, in the process elements857 and 846. Upon making such determinations, the process 840 mayrequire that the call handler inquire as to other characteristics of thecaller, such as age and gender (e.g., the process element 848). Theresponse advisor, in addition to providing a recommended response and/orassessing a risk, may also describe a procedure that should be performedby the caller until the response can be provided. For example, theresponse advisor may provide a CPR (i.e., cardiopulmonary resuscitationof the process elements 852, 854, and 856) procedure to the callhandler. The call handler may, in turn, convey that information to thecaller such that the caller can administer the procedure. The process840 ends with the process element 849 as the initiated script hascompleted.

FIGS. 13 and 14 illustrate configuration modules 870 and 880 of theresponse advisor. The configuration module 870 allows a user or anadministrator of the call handler system to input/change color codes toidentify priority of a particular response (e.g., red for high-priority,yellow for low priority, and blue for medium priority). Other variablesof the response advisor that may be changed by the call handler user oradministrator include the risk types. For example, the response advisormay more discreetly assign risk by using numbers (e.g., a scale of 1 to8) as opposed to using low medium and high for risk assessment. In thisregard, acuity levels may be defined as numeric values to allow clientsites to restructure the Response Advisor without necessarily changingexisting scripts.

The configuration module 880 allows the user or administrator to input,change and format various responder types, such as EMS, police, fire,etc. For example, the configuration module 880 may be used to inputcontact information of a particular response type such that theresponder may be contacted. Alternatively or additionally, theconfiguration module 880 may be used to configure a skill levelassociated with response type. For example, an individual or anorganization may be configured with contact information using theconfiguration module 880. The skills (e.g., security skills, fireprevention skills, emergency medical skills, etc.) of this individual ororganization may also be input to the response advisor using theconfiguration module 880 such that the call handler user can determinewhether the response type is appropriate for a given situation. Onceset, these skill types may be referenced via the script builder so theymay be linked to activity triggers that indicate the presence ofcritical conditions to the response advisor during a call.

FIGS. 15 and 16 illustrate an activity trigger module 890 in whichproperties of activity triggers 891 (e.g., the process elements 844,845, 847, 850, 851, 853, and 855 of FIG. 12) may be defined. Forexample, once the logical design of a script and its associated responsetriggers have been completed, a process flow can be constructed into theactivity trigger properties within the script builder module. In thisregard, each activity trigger 890 may be configured with anticipatedresponse information of the caller (e.g., short answer detail 892) anddirection of the next script element 893. Additional trigger branchesmay also be configured with a particular script through the activitytrigger module 890.

Additionally, activity triggers can result from the combined inputs ofscripted questions. For example, a related script element may be definedas being within a range, greater than, less than or equal to theactivity trigger to which it is linked. In this regard, the responseadvisor can reflect risk priorities across a broad range for theassessment of dispatch recommendations. As the response advisor istriggered, the significance of the risk can also be reinforced by thetrigger of visual alerts displayed to the user as well as thepresentation of alternative script modules containing additionalquestions for the user to ask or safety advice for the user to give tothe caller.

Turning now to FIG. 17, a script builder 900 for the call handler systemis presented. The script builder 900 provides a means to create andamend call handling scripts (e.g., protocols) and procedures that areused by the call handler system. For example, the script builder 900 maycreate protocols and store those protocols within a central serverdatabase for use by the call handler system when a caller is in need ofassistance. Stored protocols may be retrieved by the script builder 900when the amendment of a particular script is desired.

In general, any given protocol created by the script builder 900contains the following pre-defined module types: vital signs; primaryquestions; secondary questions; and call closure. A pre-arrival typemodule is generally used to identify/define the party caller. Thedisplay order of these modules within a protocol, however, can bedefined by the user. The homeland security alert status property may beused to alter the content of a protocol when displayed via the callhandler in response to a change in the homeland security alertindicator. For example, when the homeland security alert status changeslevels, a particular protocol may indicate such or even change inregards to such (e.g., morph into another protocol).

In this embodiment, the script builder 900 is configured as a softwareprogram that is operable within a Windows operating environment,although other operating systems may be used. In this regard, thefunctions of the script builder 900 may be activated by use of eitherthe file menu or tool bar icons. For example, the search section 901 mayprovide the means for searching and selecting protocols, script modulesor elements that are already in existence (e.g., stored within thedatabase 828 of FIG. 8).

The properties section 902 may allow the user to dynamically createand/or modify data for each protocols, script modules or elements. Forexample, properties such as the advisory statement, the chief complaint,close call initiation time (e.g., the acceptable time for handling achief complaint in seconds), establishment of the chief complaint time(e.g., the acceptable time for establishing what the chief complaint isin seconds), establishment of the dispatch recommendation time (e.g.,the acceptable time for establishing a dispatch recommendation based onthe chief complaint in seconds), publication of a protocol (e.g., theavailability of a generated protocol), the protocol version number, andvarious keywords assigned to the protocol, may be modified, added, ordeleted to a given protocol

The protocols, script modules or elements that are built and/or modifiedvia the script builder 900 may be referenced throughout the call handlersystem by means of the knowledge base articles tab 903 of the scriptbuilder 900. For example, a protocol may be built via the script builder900 so as to direct a call handler system user to assist a caller withCPR. This CPR protocol may have metadata associated therewith that isable to link to documentation associated with CPR, such as medicaljournals and the like. Once the CPR protocol is selected by the user,the CPR documentation is loaded into the knowledge base articles tab903. The user of the call handler system may view these articles in, forexample, in HTML format via a web browser (e.g., Internet Explorer,Safari, Firefox, etc.) by selecting a hyperlinked article in theknowledge base articles tab 903. Additionally or alternatively, sucharticles may be viewed in the GUI of the call handler system. Forexample, the articles may be “launched” and viewed in the dynamic areawindow 308 of the GUI 300 FIG. 3. In this regard, the GUI display of thearticles may be automatically triggered by a script (e.g., based on adetected keyword), manual selection by the operator from the knowledgebase articles tab 903.

The protocol list view 904 allows a user to select, duplicate, modifyand delete protocols from the database. For example, the protocol listview 904 may provide a window into the central database to show all ofthe protocols presently stored therewith. The user may select any ofthese protocols to modify, delete, and/or duplicate the protocols asdesired. The protocol list view 904 also to provides various details ofthe protocol such as the dispatch recommendation, associated scriptmodules, version number, and various timing elements associated with theprotocol (e.g., the time required by the protocol to complete).

In a similar fashion, the script modules tab 905 of FIG. 18 provides aview of various modules associate with a protocol. For example, after auser has selected a particular protocol from the protocol list view 904,the script modules tab 905 may be selected by the user to illustrate thevarious modules associated with that particular protocol. The user maysimilarly modify, delete, and/or duplicate script modules for theselected protocol and/or for use in another protocol (e.g., a presentlyexisting or newly generated protocol). Examples of modules that may bemodified in the script modules tab 905 include: the identity of thecalling party; the homeland security level that a particular scriptmodule will be active under; the name of the associated or protocol; thetype of script module (e.g., primary questions, secondary questions,vital signs, pre-arrival, call closure, additional procedure anddescriptive); an advisory statement for a particular script module ifnecessary; keywords associated with a particular script module forsearch purposes; the module name; procedure designation of a module(e.g., for hot key purposes described hereinabove); the module versionnumber of a module; and the instantiation number of a given module.

Generally, the creation and/or amendment of protocols and modules arecontrolled by a number of rules that should be considered. For example,the script builder 900 may have a predefined set of rules used toconfigure protocols that are inherent to virtually any call handlingsituation. However, the script builder 900 may allow for theconfiguration of call handling rules associated with particularbusiness. For example, the call handler system may be configured tooperate with a tow truck dispatching system. In this regard, a user ofthe script builder 900 may import various script building rules that areapplicable to tow truck dispatching. Such rules would, for example, beprocessed by the rule processing engine 830 of FIG. 8 to provide scriptsfor a user of the call handling system to provide dispatch requests totow trucks throughout a particular region.

In one embodiment, the script builder 900 may be used to configure amodule that operates within a protocol or even as a stand aloneprocedure. Additionally, the script elements of a particular module aregenerally configured with a unique identifier (e.g., for indicating thepurpose of the element). Each script element may be copied into morethan one module and the content of the element changed to reflect thepurpose of the module. In such case, the copied script element actioncreates a new version of the element with a unique version number.Script elements bearing the same name and version number generally cannot be created.

A script element may have a pre-defined answers and free text entryfields. In this regard, free text entries may be used to activatetriggers through the definition of key words that the operator mightplace in the free text box. For example, the question “Does the patienthave any allergy medicine?” may be configured in a protocol relating toallergies. If the caller's response includes the words Epi-Pen, or Epior Epipen, the call handler system user may input any of these into thefree text field of the script element. The rules processing engine 830may process the input word which thereby triggers the display of arecommended manner in which to use an Epi-Pen device. Similarly, thepredefined answer field may allow for the user to select an answer andautomatically trigger such a response. The script builder allows thecreation of answer ‘collections’ to be defined against which triggerscan be created.

Examples of script element features that may be amended or createdinclude the following: possible answers to selected scripts; the scriptelement name; the content to be displayed with the script element; thetype of script element (e.g., a statement, a single answer question, ora multiple answer question which enables the user to select one ofseveral anticipated responses by a caller); allowance of text entryfields for a caller's descriptive response; the order of individualscripts within a module; the script element version number and/orinstantiation number; and activity triggers for use by the responseadviser.

In regards to the activity triggers, the script builder 900 may be usedto configure activity triggers within generated protocols. For example,the script builder 900 may be used for the configuration of activitytriggers within various script elements that, upon detection of certainconditions by the response adviser, generate a predetermined response orprocess for the user to employ. In this regard, the script builder 900may be used to set the conditions to be computed in conjunction with aselected answer. The conditions may also be made against the answersfrom other script elements in an initiated protocol. For example, apredefined answer “No” (i.e., as selected based on a response from thecaller) may be used to trigger a risk weight, a link to another module,and an advisory statement when it is selected. Examples of activitytriggers that may be configured with script elements include: the answerdetail field (e.g., the option of choosing a text field for receiving acaller's descriptive response); the next script element to be employedupon selection of an anticipated caller's response and/or upon thenatural termination of a previous script element; and changes options tocorrect/amend a caller's response.

In regards to editing previous scripts in a manner that is transparentto a call handler user. That is, the replaced script will be madeavailable to the user just as a previous script would have been. Thescript will, however, be updated with a new version number that providesfor version control. For example, the prior version of a script will beretained by the call handler system, although not readily available tothe user, to provide a baseline in case the new version is deemedinadequate or problematic.

Additionally, if an amended script is referenced by other scripts, thescript builder 900 may automatically “migrate” reference to the revisedscript such that the other scripts now refer to the revised script whencalled. In this regard, version control is generally strictly controlledat all levels of the script builder 900, protocol, module and element.For example, a first script that references second script may do so byversion number. If the second script is amended and thereby updated witha new version number, the first script is automatically updated with thenew reference number of the second script so that the first script isable to automatically bridge to the amended second script during a call.This updating of the first script is generally transparent to the callhandler user. That is, the update may be performed without interventionby the call handler user. Version control of the scripts also provides ameans for call handling quality control by ensuring that retrospectivemonitoring of call records reveal the user of appropriate scriptversions. That is, call records will show which version of a script wasused during a call.

Additionally, the script builder 900 may be configured to test generatedscripts via script builder test control module 906. For example, once ascript has been created and/or modified, the user of the script buildersystem may test the script prior to “publication”. Publication generallyregards the availability of a script for use by one or more call handlersystem users. When the test control module 906 is selected, the scriptbuilder 900 may display the script under test conditions, but as itwould appear to a call handler such that appearance, element navigation,triggers, alert and knowledgebase document displays function asintended. In this regard, the test control module 906 may allow the userto, for example, change the color party value in the initial survey toensure the correct pre-arrival information is displayed and change thehomeland security settings to ensure they function properly. In essence,the script builder test control module 906 operates the script as itwould under an operational situation. However, during a test of thescript, external triggers do not actually communicate with externalsystems, such as CAD systems. Nor does testing of the script allow forerroneous records to be inputs into the call handler system.

When a script is tested, the test control module 906 may perform aseries of logic tests before displaying the script as it should appearin the call handler. These tests check that business rules have beensatisfactorily defined (e.g., the minimum number of tabs exist, forexample, primary questions, secondary questions, pre-arrivalinstructions, call closure, and that the collection of tabs alsosupports all levels of the homeland security status, etc.). If any partof the test fails, the user may be given reasons for the failure sothese can be resolved before further tests are completed. Once the testhas satisfactorily concluded, the user may “publish” the script viapublication module 907 such that the script may be made available foruse within the call handler system.

Additionally, the script builder test control module 906 may cause othercomponents of the call handler system to activate. For example, thescript builder test control module 906 may fully test other componentsbased on the testing of a generated script. In this regard, the responseadvisor 826 of FIG. 8 may respond to triggers that recommend dispatchwithout actually pushing a dispatch recommendation to a CAD system.

FIG. 19 illustrates a flow chart of a process 930 of a response advisorwithin a call handling system. Initially, information from a caller isprocessed with a computer aided call handling system in the processelement 931. The first information is determined based on a firstresponse from the caller. For example, the call handling system user mayinquire as to the reason why the caller is calling. Based on thecaller's response, the call handling system user may input informationinto the call handling system. This information may be processed toinitiate a first protocol in the process element 932. The first protocolprovides information to the call handling system user so as to assistthe caller. To further assist the caller and the call handling systemuser, the process 930 also includes initiating an advisory component ofthe call handling system, in the process element 933. For example, theadvisory component may provide a recommended response, such as adispatch and/or a course of instruction, according to the first protocol(e.g., ambulance dispatch for a heart attack scenario). The process 930,therefore, provides the recommended response to a call handling systemuser for selection of the recommended response in the process element934. Other features of the process 930 are shown and described in theresponse advisor embodiments above herein.

FIG. 20 illustrates a flow chart of a process 950 for building protocolsfor use within a call handling system. For example, the process 950 mayprovide for generating a protocol module used in a call handling system.In this regard, the process 950 may include providing a protocolframework in the process element 951. For example, the protocolframework may provide an administrator of a call handling system withthe ability to modularly format protocols that are conducive to aparticular call scenario. In this regard, the process 950 may includereceiving first information relevant to a first portion of the callhandling system scenario, such as questions, statements, and/orinstructions that are to be used in a particular protocol for handlingthe caller scenario (the process element 952). The process 950 alsoincludes processing the first information to generate the first protocolmodule in the process element 953. This protocol module may beinterchangeably used within other protocols. The generated protocolmodule is then formatted within the protocol framework in the processelement 954 to generate the protocol. For example, once all the modulesare completed for a particular protocol, the call handling system maycompile the protocol framework into a protocol that is published for usefor the call handling system. Other features, such as testing andversion control of a protocol, are described in the script builderembodiments above herein.

Any other combination of all the techniques discussed herein is alsopossible. The foregoing description has been presented for purposes ofillustration and description. Furthermore, the description is notintended to limit the invention to the form disclosed herein. While anumber of exemplary aspects and embodiments have been discussed above,those of skill in the art will recognize certain variations,modifications, permutations, additions, and sub-combinations thereof. Itis therefore intended that the following appended claims and claimshereafter introduced are interpreted to include all such variations,modifications, permutations, additions, and sub-combinations as arewithin their true spirit and scope.

1. A call handling system, comprising: a processor configured to:receive information from a caller using a call handler interface; andmodularly configure call handling rules using a build component, whichenables the creation and amendment of one or more protocols, wherein theprocessor initiates the one or more protocols to direct a call handlerto respond to a caller, the rules include information for generating oneor more protocol modules for each of the one or more protocols, the oneor more protocol modules are configured for a situation pertaining to acaller, the one or more protocol modules include one or more scriptelements that are created and amended by the build component, the one ormore script elements include at least one of a caller's answers toselected scripts, a descriptive response by a caller and one or moreactivity triggers associated with various script elements.
 2. The callhandling system of claim 1, wherein the processor is further configuredto process the rules using a rules processing engine to generate the oneor more protocols.
 3. The call handling system of claim 2, wherein theprocessor is further configured to initiate a first of the one or moreprotocols based on a response to an initiated protocol using theprocessing engine having a bridge component.
 4. The call handling systemof claim 1, wherein the processor is further configured to generate oneor more activity triggers within the one or more protocols using thebuild component, wherein the one or more activity triggers include linksto other protocols based on responses from a caller.
 5. The callhandling system of claim 1, wherein the processor is further configuredto generate one or more activity triggers within the one or moreprotocols using the build component, wherein the one or more activitytriggers initiate an advisory component of the call handling systembased on responses from a caller.
 6. The call handling system of claim1, wherein the processor is further configured to test the generated oneor more script modules using the build component having a test element.7. The call handling system of claim 6, wherein the processor is furtherconfigured to test the generated one or more script modules using thetest element by deploying a script module for operation within the callhandling system while decoupling the call handling system from externalcomputer aided dispatch systems.
 8. The call handling system of claim 7,wherein the processor is further configured to provide accessibility toa generated script module by the call handling system using the buildcomponent having a publication component.
 9. The call handling system ofclaim 8, wherein the processor is configured to provide version controlof a generated script module using the build component.
 10. The callhandling system of claim 9, wherein the processor is further configuredto migrate the version control of a generated script module to at leastone other script module using the build component.
 11. The call handlingsystem of claim 9, wherein the processor is further configured toprevent inadvertent access to a previous version of a generated scriptmodule using the version control of the generated script module.
 12. Acall handling system, comprising: a call handler interface componentthat facilitates receiving call information, wherein the call handlerinterface component comprises: a storage unit comprising: one or moreprotocols stored within the storage unit, wherein the one or moreprotocols facilitate directing a call handler to respond to a caller;and a database having one or more terms based on the call information,wherein the one or more terms are cross referenced to the storedprotocols to initiate at least one of the stored protocols; and aprocessor coupled to the storage unit and configured to: process thecall information; populate the database with the one or more terms basedon the call information; and configure rules using a build component,wherein the rules are input via the call handler interface to create andamend the one or more protocols, wherein the rules include advisoryinformation and a relative importance of a protocol module and wherein agenerated protocol has one or more modules configured from the rules,each module includes one or more script elements that are created andamended by the build component and the one or more script elementincludes at least one of a caller's answers to selected scripts, adescriptive response by a caller and one or more activity triggersassociated with various script elements.
 13. The call handling system ofclaim 12, wherein the processor is further configured to initiate asecond of the stored protocols using a bridge component.
 14. The callhandling system of claim 13, wherein the processor is further configuredto operably merge at least two of the stored protocols to facilitategenerating a merged protocol using the bridge element.
 15. The callhandling system of claim 13, wherein the processor is further configuredto detect an event based on processed call information to facilitateinitiating the second of the stored protocols using the bridge element.16. A method of generating a protocol module for use in a call handlingsystem, said method implemented using a processor configured to: providea protocol framework; receive first information relevant to a firstportion of a call handling system scenario; process the firstinformation to generate a first protocol module; create a script elementincluded within each first protocol module, wherein the script elementincludes at least one of a caller's answers to selected scripts, adescriptive response by a caller and an activity trigger associated withvarious script elements; amend the script element; and format the firstprotocol module within the protocol framework.
 17. The method of claim16, wherein the method is implemented using a processor furtherconfigured to: generate the activity trigger for initiating an advisorycomponent upon initiation of the first protocol module; and format theactivity trigger within the first protocol module.
 18. The method ofclaim 16, wherein the method is implemented using a processor furtherconfigured to: receive second information relevant to a second portionof the call handling system scenario; process the second information togenerate a second protocol module; and format the second protocol modulewithin the protocol framework.
 19. The method of claim 18, wherein themethod is implemented using a processor further configured to compilethe first protocol module and the second protocol module within theprotocol framework to generate a first protocol.
 20. The method of claim19, wherein the method is implemented using a processor furtherconfigured to: test the first protocol to determine operability of thefirst protocol; provide the call handling system with test data relevantto the call handling system scenario; and decouple external systems incommunication with the call handling system.
 21. The method of claim 20,wherein the method is implemented using a processor further configuredto publish the first protocol to one or more call handling systems. 22.The method of claim 21, wherein the method is implemented using aprocessor further configured to: generate a version control indicatorfor the first protocol; and update one or more preconfigured protocolswith links to the first protocol based on the version control indicator.23. The method of claim 22, wherein the method is implemented using aprocessor further configured to: amend the first protocol; and updatethe version control indicator based on the amendment to the firstprotocol.
 24. The method of claim 23, wherein the method is implementedusing a processor further configured to: retain an original copy of thefirst protocol in a database; and prevent access to the original copy ofthe first protocol during an actual call handling system scenario. 25.The method of claim 16, wherein the method is implemented using aprocessor further configured to compile the first protocol module withinthe protocol framework to generate a first protocol.
 26. The method ofclaim 25, wherein the method is implemented using a processor furtherconfigured to: test the first protocol to determine operability of thefirst protocol; provide the call handling system with test data relevantto the call handling system scenario; and decouple external systems incommunication with the call handling system.
 27. The method of claim 26,wherein the method is implemented using a processor further configuredto publish the first protocol to one or more call handling systems. 28.The method of claim 27, wherein the method is implemented using aprocessor further configured to: generate a version control indicatorfor the first protocol; and update one or more preconfigured protocolswith links to the first protocol based on the version control indicator.29. The method of claim 28, wherein the method is implemented using aprocessor further configured to: amend the first protocol; and updatethe version control indicator based on the amendment to the firstprotocol.
 30. The method of claim 29, wherein the method is implementedusing a processor further configured to: retain an original copy of thefirst protocol in a database; and prevent access to the original copy ofthe first protocol during an actual call handling system scenario. 31.The method of claim 16, wherein the method is implemented using aprocessor further configured to generate an indicator reception withinthe first protocol module for initiating a preconfigured protocol.